Definition

Salesforce Service Console

The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud, an application devoted to customer service, support and customer experience. With a unified console, agents can view all relevant customer information related to a customer case, or customer support incident. Agents can also access and edit cases, accounts and contacts without switching back and forth among screens, which can enable greater agent productivity.

Using Salesforce Lightning, its development platform, Salesforce made the following enhancements to the Service Console in 2015:

Optimized Lightning Console. The goal of the Lightning Console is to speed the customer experience and make customer service more omnichannel-ready. It combines data from various communication silos to give agents a more 360-degree view of customer issues, without needing to switch screens.

Intelligent case routing. The console enables better routing of cases to appropriate agents -- those with expertise and availability to address the issue. It also provides knowledge base materials in the console for agents to utilize to address customer issues.

Service Wave Analytics. The Service Cloud console also enlists the Salesforce Wave analytics platform, so that managers and service agents can view data in Service Cloud.

This was last updated in March 2016

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